About Company
Join a dynamic team committed to revolutionizing online customer engagement. Career.zycto empowers e-commerce businesses to deliver exceptional support experiences, fostering customer loyalty and driving growth. We believe in creating a vibrant workplace where your communication skills shine, and your contribution directly impacts user satisfaction. For an online chat support professional, this means access to cutting-edge tools, continuous learning opportunities, and a supportive environment dedicated to your success. If you’re passionate about problem-solving and making a tangible difference for customers daily, Career.zycto offers the perfect platform for your career.
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Job Description
Are you a natural communicator with a passion for helping people and a keen interest in the fast-paced world of e-commerce? Career.zycto is seeking a dedicated and enthusiastic Online Chat Support Specialist to join our growing team in Ogba, Lagos. In this pivotal role, you will be the frontline voice of our e-commerce platform, providing real-time assistance and support to customers via live chat.
As an Online Chat Support Specialist, you will play a crucial part in ensuring our customers have a seamless and positive experience from browsing to purchase and beyond. Your day-to-day will involve promptly responding to customer inquiries, resolving issues, guiding users through our platform, and offering solutions to a wide range of questions related to orders, product details, shipping, payment processing, technical difficulties, and general account management. This isn’t just about answering questions; it’s about actively listening (virtually!), building rapport, understanding customer needs, and proactively offering assistance that exceeds expectations. You will be instrumental in turning potential frustrations into positive interactions and fostering long-term customer loyalty.
We’re looking for someone who is not only proficient in written communication but also possesses exceptional problem-solving skills, a keen eye for detail, and a genuine desire to go the extra mile for every customer. You should be comfortable navigating multiple systems simultaneously, managing chat queues efficiently, and maintaining a high level of accuracy and professionalism under pressure. Furthermore, your ability to adapt to new tools and processes quickly will be highly valued as our platform evolves. This role offers an incredible opportunity to develop your customer service expertise within a supportive and dynamic environment, contributing directly to our platform’s reputation for outstanding service. You’ll gain valuable insights into e-commerce operations, learn to effectively de-escalate situations, and hone your ability to communicate complex information clearly and concisely. If you thrive on making a difference, enjoy a challenge, and are eager to grow with a forward-thinking company that values its people and its customers, we encourage you to apply and become a valued member of the Career.zycto family.
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Key Responsibilities
- Provide timely and accurate responses to customer inquiries via live chat.
- Resolve customer complaints and issues efficiently and professionally.
- Guide customers through product features, order processes, and account management.
- Escalate complex issues to the appropriate internal teams when necessary.
- Maintain a high level of customer satisfaction and positive customer experience.
- Document customer interactions and feedback accurately in the CRM system.
- Identify and report common customer issues or trends to improve service delivery.
- Stay up-to-date with product knowledge, service changes, and e-commerce best practices.
Required Skills
- Excellent written communication skills in English.
- Proven experience in a customer service role, preferably online chat support.
- Strong problem-solving abilities and a proactive approach.
- Ability to multitask, prioritize, and manage time effectively.
- Proficiency in using CRM software and live chat platforms.
- Empathy and a customer-centric mindset.
- Ability to work independently and as part of a team.
Preferred Qualifications
- Previous experience in an e-commerce environment.
- Familiarity with various e-commerce platforms (e.g., Shopify, WooCommerce).
- Basic technical troubleshooting skills.
- Knowledge of common payment gateway processes.
- Proficiency in an additional local language (e.g., Yoruba, Igbo, Hausa).
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health insurance.
- Paid time off and holidays.
- Professional development and training opportunities.
- Supportive and collaborative work environment.
- Modern office facilities in Ogba, Lagos.
- Employee discounts on partner e-commerce products.
How to Apply
Interested candidates are invited to submit their application by clicking the link below. Please include a resume and a brief cover letter outlining your relevant experience and why you are a great fit for this role. We look forward to reviewing your application!
